Date Received: 2018-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. Why do they send me a volunteer payment coupon. 2. Am I Obligated to pay the mortgage if it is a voluntary payment. 3. Why do they report to the IRS that the P/B amount owed is XXXX 4.And the amount showing on the mortgage statement as XXXX 5.Please Explain the months that I am delinquent 6.The difference between the amount reported to the IRS and the amount on the monthly statement is XXXX?
Company Response:
State: CA
Zip: 90262
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, We had been working with Nationstar ( now Mr. Cooper ), the servicing entity for our home mortgage loan for XXXX XXXX, on a loan modification back in XX/XX/XXXX. When it became clear that a new loan modification was not going to be approved, we decided the only path forward was to sell our house. Hence, we notified Nationstar in XX/XX/XXXX that we were putting the house on the market. In order to ensure we could sell the house, we borrowed money to get the house ready for sale, including replacing the roof. The roofing company had a backlog ; so it took the roofing company till late XX/XX/XXXX to put on the new roof. While we were waiting for the roof, we continued our efforts of the past eight years to try to work with XXXX and Nationstar to save our home. When it became clear that our efforts were futile, and after the 50 year old roof was finally replaced, we put the house on the market on XX/XX/XXXX, and it sold on XX/XX/XXXX, with a Purchase & Sale Agreement signed by both buyer and seller. To ensure a smooth process for paying lien holders and as recommended by our housing counselor, we requested that our real estate agent contact Mr. Cooper/Nationstar with information on the transaction. She did so via a phone call on XX/XX/XXXX or XX/XX/XXXX. The house is in escrow and is scheduled to close on XX/XX/XXXX. On the evening of Monday, XX/XX/XXXX at XXXX, we received a Notice of Default ( NOD ) taped to our front door. At the advice of our housing counselor at XXXX XXXX, we sent the Trustee of our loan ( XXXX XXXX ) a communication, requesting that they rescind the NOD, since they would soon be paid the full amount owed on their loan. By executing the NOD in spite of having knowledge of the sale, Mr. Cooper/Nationstar/XXXX XXXX is adding undue risk to the sale of the house and closing. Our housing counselor says a NOD event shouldnt happen in the middle of an escrow closing, and this is a key reason why our realtor proactively notified Nationstar/Mr. Cooper of the sale of the house and the scheduled closing date well before the NOD was posted. Thank you very much for your assistance in resolving this matter.
Company Response:
State: WA
Zip: 98006
Submitted Via: Web
Date Sent: 2018-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Once again, Mr. Cooper has continued to research and find answers to our question regarding our loan. Because of this reason, we have now uncovered the beginning of this ordeal, starting from XXXX. Where apparently the loan became pass due : We have received the arrearages/past and a due letter of explanation. Thank you. However, we could not follow what happened with two payments of {$1200.00} on XXXX and XX/XX/XXXX? After researching, the arrearages which reflect XXXX payments and not any discrepancies post-BK which was deemed paid up to date. According to our notes, we requested modification during the start of XXXX. We are requesting an itemized statement to account for a balance of {$15000.00}. As of todays date XXXX, with the help of the representative from Texas ligation/financial help department, we are requesting modification aid and we are appealing the recent 6.85 % interest rate. As a result, the modification documents due XX/XX/XXXX should be voided. Mr. Cooper has responded over the phone the interest rate of 3.85 % was an error and could not be granted. Furthermore, we were told this could not be granted because we were already delinquent when XXXX suffered a flooding disaster.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, we had hurricane Irma and due to that, I was out of work for a while. I called NationStar Mortgage which goes by Mr. Cooper now and explained that to them. They told me that I did not have to make any payments till XX/XX/XXXX and that those payments were going to be added to the back of my loan. I called them on XX/XX/XXXX, and the operator that I spoke with told me that I didn't have to make my payment till XX/XX/XXXX. When I tried to make a payment in XX/XX/XXXX, it showed that I had to pay {$3000.00}. I called and spoke with them and they told me that when I called in XXXX, they did not have a plan on how they were going to help the customers affected with the hurricane. I told them that they told me something different when I called on XXXX. I spoke with a supervisor who taught that all I have to do is send a letter from my job and after that the payments were going to be added to the back of my loan. I sent the letter and called them a couple of times and they never return my call. Two days ago, I got an email saying that nothing was approved and that I have to pay {$3600.00} all together and that they do not take partial payment. They are very deceitful and they should not be telling customer lies. If they would it told me that back in XXXX, I would borrow the money from someone and pay my mortgage. I do not have {$3600.00}, I work and go to school which I pay in cash. They need to honor their word and add those payments to the back of the loan.
Company Response:
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper, formerly know as Nationstar, is reporting erroneous information regarding my payment history to the 3 major credit bureaus causing me to have undue stress.Since they acquired my account in XX/XX/XXXX from XXXX, there has always been some sort of problem. In XX/XX/XXXX, I spoke with XXXX XXXX a manager regarding the removal of the escrow from my account. He informed me that I had to pay {$2700.00} to have the escrow removed and make my mortgage payments what they previously were {$800.00}. Nationstar received the payment of {$2700.00}, Confirmation # XXXX, however, they continue to put my payments as late payments or missing payments. I have spoken with multiple people there almost on a monthly basis to try to correct this problem. here are some of the names of the employees, XXXX, XXXX XXXX, XXXX, XXXX, XXXX. I have attached my banking information showing the amounts paid with the confirmation number. Mr. Cooper is saying I have a late payment more than 30 days. On XX/XX/XXXX, I spoke with XXXX XXXX regarding my account. She initially stated I was in arrears. After reviewing my account she stated she could see where I made the payments but she could not find where they posted the XX/XX/XXXX payment. After further review she said she found the account where it was posted, a holding account, but did not know why or how to get it removed. I was told she would call her manager, XXXX XXXX, and get back with me within 48 hours. As of today XX/XX/XXXX, she has not called back nor has she responded to my calls to her direct line. My complaints are Mr. Cooper is : reporting erroneous information causing me to have a negative reporting mark, misapplied payment history creating an inability for me to refinance, misappropriation of funds, causing my credit score to be low. XX/XX/XXXX {$800.00} XXXX # XXXX XX/XX/XXXX {$800.00} XXXX # XXXX 5XX/XX/XXXX {$800.00} XXXX # XXXX XX/XX/XXXX {$800.00} XXXX # XXXX XX/XX/XXXX {$800.00} XXXX # XXXX 8XX/XX/XXXX {$800.00} XXXX # XXXX XX/XX/XXXX {$800.00} XXXX # XXXX 1XX/XX/XXXX {$800.00} XXXX # XXXX XX/XX/XXXX {$800.00} XXXX # XXXX XX/XX/XXXX {$800.00} XXXX # XXXX XX/XX/XXXX {$800.00} XXXX # XXXX XX/XX/XXXX {$800.00} XXXX # XXXX XX/XX/XXXX {$800.00} XXXX # XXXX All of the above payments were made via online banking. A copy of the bank statement is available upon request.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been working with Mr. Cooper, previously known as Nationstar in regards to making my payments again. I was approved for a re-payment plan to which I made 6 payments of {$1600.00}, I was informed that after the 6 payments were made it would be reduced to something more affordable but that was not the case. I was not able to continue to make those payments because I struggled for the 6 months to make the payments I was told would be reduced. Now I am facing foreclosure again and being left with no options as Mr. Cooper is refusing to offer me any alternatives. My loan was originally serviced by XXXX XXXX XXXX, I experienced a hardship and fell behind when my loan was then transferred to Nationstar. Legally, Nationstar is just a debt collector and has no right to foreclosure on my home. All my HBOR are being violated and I have looked into obtaining an attorney to help me get to the bottom of this.
Company Response:
State: CA
Zip: 92231
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan was with XXXX XXXX XXXX first, was transferred to Nationstar Mortgage now Mr Cooper ( see balance reduction letter XX/XX/2012 ) was transferred in process like so many other people! Faxed plenty of times always missing something even with proof of fax! Bank wont honor letter and always refute a complaint even when you have proof! Do the right thing i guess is not what banks do!
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Back in XX/XX/2016. I was approved from FLORIDA HARDEST PROGRAM, which reinstates my Loan to its Original Principal Balance ( {$87000.00} ), which includes installments of principal, interest, insurance premium, escrow amounts for taxes, homeowner association fees. But Nationstar / Mr. Copper did not hold up their end of the deal as per the Rider to Promissory Note provided by Florida Hardest Hit Program. They have refinance a totally different amount ( {$100000.00} ), plus they have kept the homeowners association fees to them self ( {$10000.00} ), instead of paying my Association, who is now declare a foreclose on my property due to the bank never reimbursing my Association fees.
Company Response:
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Today 's date is XX/XX/XXXX @ XXXX. I am currently on the phone with a Mr. Cooper representative to address the status of our request for a reasonable modification of our loan. We have made three trial payments, but as yet have not come to an agreeable, acceptable modification. We have also questioned why there are arrearages totaling $ XXXX. Please explain where this came from ... ... furthermore, modification letters revealed the interest rate is not adjustable and subject to change. WE ARE ONLY INTERESTED in a fixed rate, preferably lower than 6.85 %. Addition comments made via email to XXXX XXXX : I have received the documents that were included in your previous email to me. As of today, I have spoken with a supervisor in the modification/ligation area or financial assistance to help explain those documents and answer remaining questions. We have noticed there is an arrearage ( accumulations of payments ) on our loan. Could you please explain this? For informational purposes, I have included a pdf of payments that were applied to the account and deemed complete and current after our bankruptcy in XXXX. Further, we have questioned the interest on our loan during modification request and was told a mistake was made in offering a 3.86 interest.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased my home in XXXX and fell behind in XXXX. I had requested a modification and was denied. In XXXX my home was in process of foreclosure. XX/XX/XXXX we had a hearing and thats when NationStar decided to allow me apply for a modification. I got approved in XX/XX/XXXX. My payments went from {$1300.00} to {$1200.00}. What does nt make sense it that after for 3 months they raised it to {$1300.00}. They added {$12000.00} to the principal and I had to start over with 30 years. Therefore the 10 years I did pay didnt make a difference. I feel I was scammed because how does a modification help me for 3 months. I have nt made a payment since XX/XX/XXXX because I can not pay {$1300.00}. I was adjusting the modification payment. I need help on keeping my house. Mortgage companies like NationStar/Mr Cooper only set up the customers to fail. Plus my payment included loan insurance so it a no lose for them. Therefore why should I lose my home. I called a few times left my # and no one has called me back as of yet.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A